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Assistant Manager, Complaint Management. Job Opening In Hong Kong, Hong Kong – Now Hiring PCCW


Job description

Assistant Manager, Complaint Management

Your Role

As the Manager of Complaint Management team, you will assist to lead a dedicated team to effectively handle and resolve customer complaints related to eMPF from various channels.


  • Oversee and conduct thorough investigations into customer complaints received via calls, emails, and other communication channels.

    Ensure all issues are resolved promptly and satisfactorily.



  • Direct and monitor the daily operations of the customer complaint team, providing guidance and support to ensure the high performance of team members.



  • Maintain compliance with all regulatory and legal requirements for customer complaints across various platforms.

    Implement and manage processes to ensure timely resolution of all issues.



  • Work closely with the operations and support teams to refine and enhance complaint-handling procedures.

    Foster a collaborative environment to ensure smooth and efficient operations.



  • Regularly analyze complaint trends and prepare reports for management to develop an improvement plan.


  • To Succeed in this Role


  • Bachelor’s degree in Business Administration or a related discipline.



  • Minimum 5 years of experience in customer service management, with a proven track record in complaint resolution.

    Experience in the pension industry and handling pension-related complaints is highly preferred.



  • Strong understanding of pension products and services, with an ability to address related complaints effectively.



  • Excellent communication skills with a good command of English and Chinese are essential.



  • Strong analytical and problem-solving skills, with a capacity to make quick and effective decisions.


  • Required Skill Profession

    Information And Record Clerks


    • Job Details

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    The Work Culture

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    The fundamental ethical values are:

    1. Independence

    2. Loyalty

    3. Impartiapty

    4. Integrity

    5. Accountabipty

    6. Respect for human rights

    7. Obeying Hong Kong laws and regulations

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